Credit Operations Supervisor

7 days ago


Cape Town, South Africa RMV Solutions Pty Ltd Full time

**Description**:
We are looking for an individual with excellent planning, organisational and supervisory skills who will supervise the combined Recoveries and QA teams within Credit Services.

The role will report into the Senior Manager for Outsourced Collections & Recoveries, with a dotted reporting line to the QA Manager within Credit Services.

Key Responsibilities

Manage work allocation for agents - ensure sufficient capacity across work tasks and dialer skills

Manage SLA’s, late coming and break time adherence

Workforce scheduling on Bluecube

Daily/Weekly/Monthly reporting on team productivity

New joiner training & onboarding

Quality Assurance monitoring of team

Analysing of audit data to highlight training needs and trends which can streamline operational efficiency of each dept

Ad hoc presentation of QA catch up meetings, calibration sessions and coaching interventions

Query resolution

General supervisory duties as determined by line management Qualifications and Experience
- Matric

Tertiary qualification advantageous

2 years supervisory experience within a call center environment

Experience working on Vision, Verint, Tableau and Presence advantageous Competencies

PC literate (Word, Excel, Outlook)

Exceptional verbal and written communication skills, together with a ‘can do’ attitude, and a hands-on team approach

High attention to detail

Coaching and/or team development skills

Pro-active, energetic and self-motivated

Focussed with a high level of concentration.

Qualifications and Experientric Tertiary qualification advantageous 2 years supervisory experience within a call center environment Experience working on Vision, Verint, Tableau and Presence advantageous Competencies
- PC literate (Word, Excel, Outlook) Exceptional verbal and written communication skills, together with a ‘can do’ attitude', and a hands-on team approach High attention to detail Coaching and/or team development skills Pro-active, energetic and self-motivated Focussed with a high level of concentration


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